“Tried to charge me £177 when leaving because their camera apparently didn't pick up my reg plate. You know, the camera that put my reg plate on the ticket...”
Hi,
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen.
If you haven't already, please reach out to us using our contact form and we will be able to look into this for you:
https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards,
Customer Support Team
“Carpark was full when we arrived and we had to ask to be let in as we had pre booked . Had to leave car in undesignated place . No obvious path to terminal as previously advised and online change had not been actioned to allow us to get back out of the carpark on return .”
Hi there,
Thank you for your review.
I’m sorry to hear that you found it difficult to find a space in our car park. If ever faced with the same problem in future, please ring the intercom at the exit barrier and our team will provide a suitable alternative.
It sounds as though our automatic number plate recognition (ANPR) system hasn't registered you upon entry. When this occurs, it means our system doesn't match you to your booking and you are then charged the roll-up rate in error upon exit. This doesn't happen often but when it does, I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind Regards,
Customer Support Team
“The parking I booked was overbooked and people had to park on pavements and at the side of the road. Those "extra" spaces were also totally full so the only option for me was to park on plane parking which is cheaper and much more remote. Very disappointing. My suggestion is that parking availability is closely monitored to prevent overbooking.”
Hi there,
Thanks for your review.
If you haven't already, please reach out to our Support Centre:
https://support.edinburghairport.com/hc/en-gb/requests/new
Thanks,
Customer Support Team
“I booked two weeks at terminal parking, but my flight back got delayed for a day. I couldn't amend my booking online, and when I called I was told I need to do a separate booking for the one day which I did. But then the one day came up to £28 while the previous two weeks were £53. Hard to make sense of.”
Hi there,
Thank you for your review. I'm sorry to hear your flight was delayed.
We offer car parking pricing for 2 years in advance for different lengths of stay. Our pricing is dynamic and continually changes based on many different factors such as demand, occupancy and lead time making it possible for the pricing to change from booking to booking.
I would encourage you to contact the airline directly and they may be able to offer reimbursement for the additional costs incurred.
Kind Regards,
Customer Support Team
Hi there,
Thanks for your review.
The long stay car park is marketed as a facility that does not have a shuttle bus and this is confirmed on our website and the booking confirmations.
Thanks,
Customer Support Team
Hi Robert,
Thanks for taking the time to leave us a review.
The long stay car park is marketed as a facility that does not have a shuttle bus and this is confirmed on our website, and booking confirmations.
Thanks,
Customer Support Team
“Cheap, easy to access and only a short walk to the airport building. However, signage is dreadful(difficult to identify walking route to airport) and driving surface within car park damaged by potholes. Would happily pay more for a better service. Shall go elsewhere in future.”
Hi William,
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen.
Our car parks are signposted by wayfinding, located in key traffic areas. I’m sorry to hear that you found our wayfinding to be unhelpful. Please be assured that we are working hard to upgrade our wayfinding where required.
Kind regards,
Customer Support Team
“Prepaid terminal surface before the holiday. Inserted ticket and screen said amount due £270. Sent me into a massive panic and took ages for someone to answer assistance buzzer. Was sorted straight away but not what I needed after a weeks holiday. All the stress I managed to shake off on holiday returned in an instant”
Hi Heather,
It sounds as though our automatic number plate recognition (ANPR) system hasn't registered you upon entry. When this occurs, it means our system doesn't match you to your booking and you are then charged the roll-up rate in error upon exit. This doesn't happen often but when it does, I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Don’t understand why there’s no shuttle bus? Don’t think there’s adequate signing or pathway to terminal building ,wouldn’t book again under these circumstances”
Hi Lesley,
Thank you for you review.
Our shuttle bus to and from the long stay car park (LSCP) is no longer in operation. The LSCP is a walkable car park and will take approximately 8-10 minutes to reach the terminal. There are designated walking routes throughout the LSCP that will lead you straight to the terminal.
The stoppage of the long stay shuttle bus has been widely shared across our website and social media. All customers who pre-book long stay parking should receive notification of this in their booking confirmation and there should be notices in all bus shelters alerting customers to the service change.
I apologise for the inconvenience this has caused and I hope future experiences with us are on a more positive note.
Kind regards,
Customer Support Team
“Excessively small spaces in the surface car park. Less than 1 foot on either side of the car even when parked in the middle of the spaces. Even less if a large jeep or van in the next space!”
“Hi, I had paid for my parking from Thursday to Tuesday (15th), but when leaving I was asked for another £9.00p. Any reason why ? If the reason I had to pay this was my fault, I will score a high mark. If it was not any fault of mine, I am scoring low.”
Hi Andrew,
Please reach out to us directly via our contact form and we will be able to look into this for you:
https://support.edinburghairport.com/hc/en-gb/requests/new
Thanks,
Customer Support Team
Hi Ruaridh,
Thanks for your review.
I've looked into this and can see that you have three bookings for the same dates - only one of which you have cancelled.
We have no record of you contacting the Support Centre, but if you'd like us to look into things for you, please fill in our contact form and someone from the team will be in touch:
https://support.edinburghairport.com/hc/en-gb/requests/new
Thanks,
Customer Support Team
“Parking spaces are very tight nowadays, never used to be that bad. Will probably park at the NCP just round the corner next time as it’s better priced and spaces not so tight. Saves getting your car bashed.”
“Put ticket in to get out and said was due to pay a lot of money.
Couldn't find my details for a good 5 minutes.
Other than that it was very close and person speaking through intercom was polite and pleasant.”
Hi Chris,
It sounds as though our automatic number plate recognition (ANPR) system hasn't registered you upon entry. When this occurs, it means our system doesn't match you to your booking and you are then charged the roll-up rate in error upon exit. This doesn't happen often but when it does, I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“I have used this service several times but the last three times it has gotten steadily worse. Rather than just putting in my ticket and the barrier lifting as described in the email and website advertising, I have to wait 5 minutes on someone answering the intercom to then verify I have actually paid weeks in advance again!!!”
Hi there,
Thank you for your review.
I'm sorry to hear the ANPR system wasn't able to read your registration.
I'm pleased to hear the team was able to get this sorted for you.
Kind Regards,
Customer Support Team
“No car recognition barrier wouldn’t open had to press for help ticket was issued Arrived last night later than we thought as airport was packed put ticket in machine said we owed£155 having paid by card 7 days ago Nice man on the help button sorted it thankfully”
Hi there,
Thank you for your review.
My apologises the ANPR system wasn't able to read your registration plate on this occasion, this would mean your online booking would not have linked with your car therefore asking for the additional payment.
I'm pleased to hear the team got this sorted.
Kind Regards,
Customer Support Team
Hi there,
Thank you for your review.
It sounds as though our automatic number plate recognition (ANPR) system hasn't registered you upon entry. When this occurs, it means our system doesn't match you to your booking and you are then charged the roll-up rate in error upon exit. This doesn't happen often but when it does, I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind Regards,
Customer Support Team
“There were no spaces available to park in when we arrived. Thankfully we managed to get into a non space that someone vacated. Don’t know what we would have done if we had not got that space. There was no telephone contact number either for such eventualities”
Hi Malcolm,
Thanks for your review.
I’m sorry to hear that you found it difficult to find a space in our car park. If ever faced with the same problem in future, please ring the intercom at the exit barrier and our team will provide a suitable alternative (and it will save you driving round in circles!).
Thanks,
Customer Support Team
“We signed up for Plane Parking and after finding it were directed to the longstay as an upgrade. It wasted time. The signage is very poor. On the way back from the terminal we followed the red line which took us to the car rental area then over the tramline with no pavement. The longstay is much more than a 7 minute walk from the terminal too. Really unimpressed. Bring back the shuttle buses.”
Hello,
Thank you for your review.
All customers that booked Plane Parking were made aware of the upgrade within their booking confirmation.
I'm sorry to hear that you found our wayfinding confusing and I'm pleased to say that as part of our objectives this year, we will be reviewing our external wayfinding signage.
I hope you will see improvements in the near future.
Kind regards,
Customer Support Team
“The overall experience was fine, however, there needs to be much clearer signage for the parking areas. I pre-booked parking in the multistorey car and found the signage to be very poor as a first time user of the facility.
I'm sure for repeat users this would not be a problem but it would be helpful if a route map/diagram was sent with the confirmation. Or a google maps pin.”
Hi there,
Thank you for your review.
Our car parks are signposted by wayfinding, located in key traffic areas. I’m sorry to hear that you found our wayfinding to be unhelpful. Please be assured that we are working hard to upgrade our wayfinding where required.
Kind Regards,
Customer Support Team
